[6206] in RedHat Linux List
re: Support; MHO
daemon@ATHENA.MIT.EDU (Erik Troan)
Tue Nov 26 11:51:21 1996
Date: Tue, 26 Nov 1996 11:20:41 -0500 (EST)
From: Erik Troan <ewt@redhat.com>
To: redhat-list@redhat.com
In-Reply-To: <Pine.SUN.3.93.961126094616.5894A-100000@jazzmin.vnet.net>
Resent-From: redhat-list@redhat.com
Reply-To: redhat-list@redhat.com
On Tue, 26 Nov 1996, tfreeman wrote:
> Personal opinion: Red Hat's support has been for many customers less than
> stellar. Last I heard, they were looking for two more bodies capable of
> working in a support position. Once such people are found, there is still
> the training time involved to bring them up to speed. The situation is
> going to change slowly, at best. Flames and counter-flames aren't going to
> help the situation at Red Hat.
Everyone welcome Mike and Jeremey (I hope I spelled that right) to the
Red Hat support team ;-) They started yesterday and we hope to get them
up to speed as quickly as possible.
We're still trying to fill more support shoes, so if you're interested in
a position send mail to marc@redhat.com.
> Now, Red Hat's difficulties are _not_ the concern of it's customers.
Well, they are a concern as they result in poor support but they we
certainly don't expect our curstomers to fix them.
> The situation if fundamentally in conflict. The two cures I am aware of
> (assuming continuing to offer support) is for Red Hat to survive and grow
> large enough to command enough market to hire spare support engineers, or
> for Red Hat to fail miserably and leave the business. Other possiblities
> may suggest themselves to individuals with more business sense than I
> possess.
We're having more trouble finding able people for support jobs then finding
the money to pay them right now. I assure you we're all doing everything we
can to improve out support position. We've had three new support engineers
start in the last three weeks and we're looking for more. Everyone at Red
Hat wants the quality of our support to match the quality of our distribution.
Erik
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| I told you I'm not very bright -- Sugar in "Some Like It Hot" |
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| Erik Troan = ewt@redhat.com = ewt@sunsite.unc.edu |
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